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Dear Christyman2519,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have only talked to the chat staff! They will confirm what I said is true! I would have gotten you folks involved sooner if I knew this was a viable option.

Thank you very much, Christyman2519, for your reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Wonderful thanks

Hello Christyman2519,

What you wrote is something that we consider as against our fair gambling codex. In such situations, the casino should cancel only the winnings generated from the second bonus and not affect the winnings which were already wagered.

I would like to invite the casino representative into the case. I hope they can recheck your case and explain to us what exactly happened and why.

Exactly I really think they knew they were wrong, but I didn’t raise to much of a fuss, now that I’m more familiar, I realize they screwed me . I think they owe me the $480 bucks. Thanks for agreeing with me!

I agree , if my winnings derived from the second no deposit bonus I would understand, but I had won and had the withdraw set up prior to receiving that second bonus.

Hi Christy,

Can you please include the date this occurred, and which coupon you're referring to?

I confirmed with the casino, this incident happened on May 12th, 2020.

again I would have gotten you folks involved sooner if I had known you could potentially help me.

I think it’s strange that they asked you for a date, like they didn’t know exactly what you we’re referring too. I hope you are able to resolve this for me. I’m being 100% honest.

trust me I wish I didn’t claim those 15 Trial spins while I had a pending withdrawal. The casino sent the code to me, if they would have paid it on time this would not have happened either.

I won fairly! I used the bonus directly after making the deposit, in fact it was associated with the deposit. Let me know if you want to see the advertisement. I may still have it. If not I’m sure the casino can obtain it.

thsnks again

Do you need me to verify something additionally?

I found all my prior conversation regarding the May payout request!

see below

I found all my prior conversation regarding the May payout request!

see below

Sloto Cash Casino representative, were you able to identify the incident? Do you need something else from Christyman2519?

Christyman2519, in your past posts, the attachment is missing.

From Christyman2519's emails, it is clear that his winnings were voided because of 15 free spins which he activated during waiting on his withdrawal. 

Casino used this rule:

8. Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses, promotional or otherwise, until such withdrawals are either processed or cancelled. Abuse of this policy, as defined by the casino, may result in cancellation of the player's winnings.

However, we consider using such a rule as unfair because the Christyman2519 met all the bonus criteria for his withdrawal of $480. The casino should only cancel the bonus winnings from the 15 free spins or prevent the player from activating them.

Can I please get an update? Sounds like they are not responding either, at least they will also get black points so everyone doesn’t think they are a great casino. I figured they would make things right, but I’m not surprised!

please let me know. Thanks

Hello there,

We apologize for the delay I am still waiting for a response from management regarding our case. I hope to have a reply soon.

Thank you for the update. We will wait a bit longer. I want to remind you that we already waited for 14 days. So please try to answer in the given time-frame.

Hi there,

The brand manager has made an exception here, especially as this incident occurred 8 months ago. The money is back in the account and the player can cash it out.

Thanks Casino Guru! I certainly appreciate your help.

I really enjoy playing at slotocash, they do have a great product! I’m glad they made the exception to pay me what they owed me. I will continue to use their products.

Dear Christyman2519 and casino representative,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.